Sleep Inn and Suites Reviews

Called customer service. Said they would cancel the reservation which was fine. Book me another room only to book me a room 45mins from my original room which made me and my wife dinner reservations missed. Not only did I talk to and get hung up on 5 times but was told they couldn't do anything to accommodate me for my time wasted, stressful day or missed reservation. This company has the worst customer support ever and the lack of well speaking English doesn't help the situation. They won't get a dime more from me or my family. Stand clear of these people who could care less.

Upon arrival around midnight, there was no one at the front desk so we rang the bell, waited a few minutes and rang it again. Eventually, a lady came to the desk. She appeared to be half asleep, made no eye contact with either of us, and was wearing a very revealing dress with a hot pink bra strap hanging down her arm. The receipt I had to sign had a higher total than the number I confirmed several times with the man I spoke with over the phone when making the reservation.

We got our keys and found our room. One of our keys didn't work. When we entered the room, the nightstand alarm was blaring. As we began to look around and unpack, we discovered a long black hair on the shower wall, about a dozen short hairs in between the sheets on the first double bed, and a weird throw up looking stain on the bed skirt of the second bed. After driving eight hours, we did not have the energy to go back downstairs to request a different room.

The next morning, we discovered that water was leaking out of some area behind the toilet as well as the shower because the shower door would not close properly which caused water to leak all over the floor. I let the front desk know about the issues, requested new towels and asked when the manager available to speak with.

When I spoke to the manager, he denied that I spoke with anyone working at the hotel when I called to make the reservation because there are no males that work there during those hours. He told us he would look into it but never got any explanation. He didn't seem concerned about anything I was telling him until the subject of the leaking water came up. He interrupted me to tell the lady behind the computer to remove one of our cheaper nights from the payment. They also told us a different room would be available for us to move to by the time we got back. I still had more concerns to speak with him about when he interrupted me a second time saying he had to go.

We ended up staying all three nights in the same room because we were never notified or given any information regarding a room change after we spoke with the manager. For the remainder of our stay I had to continually come downstairs to request clean towels and bath mats because we were having to put down several towels at a time on the bathroom floor to soak up all of the water.

On top of everything I've described so far, we also had trouble with our keys almost every time we came back to the hotel. One on the card keys never worked at all and the other one either took a dozen tries to unlock the door or would not work either. The first two times we took them downstairs to the front desk, they reactivated them but we weren't provided any explanation as to why this was happening.

The third time, after they were activated and we were walking back towards the elevator, the lady mentioned that if the key cards come in close proximity with a phone or a credit/debit card, it will no longer work. So for the rest of our stay, we were very careful to not let that happen and only had to get the one that sometimes worked fixed one more time. On the bright side, the correct amount was pulled out of my bank account that did not include the price our first night. I'm sure this has not been everyone's experience, but this is what mine was like during my first and last stay at Sleep Inn.

Searched all over the room for it, did not find it and we had left it onto of the table in the room with the rest of our stuff. The cost of the cologne was $100 dollars which my mother had given as a Christmas present to him. We did let them know at the front desk while checking out what had happened during our stay at the hotel and was told that no one goes through anyone's belongings and that if we happen to find it that they would call us. There was no apology given and the lady at the front desk did not try to resolve the problem when it was brought up.

We had called back several times to see if it was being resolved or if they had come up with a situation. The manager has not been able to contact us and the girl that was at the front desk was not being polite at all about the situation and had rudely hung up the phone after taking my information saying that she would let someone know about it. No one seemed to have been telling each other about it and the gentleman who seemed to work the night shifts there was the one that had been nice. Tried to help us out whichever way he was able to and did everything in a professional manner. We are wanting a full refund to replace the missing item and not getting the service for our room that we requested.

I left that day and came back late. Room still the same and towels soaked. I was leaving in the morning and thought how much worse can this get. Well I woke up at 5:45 am with the ceiling obviously wet right above the wet floor, but the scariest crap was the water in the BATHROOM coming out of the wall all along the back wall. I had my stuff all on the bed from night before.

Left and checked out and proceeded to tell the male clerk, seemed uncaring, checked me out of the wrong room, when it was finally straighten out. He stated the maintenance man story again, did not offer to go look or offer any type of compensation. Asked for receipt. Stated that Expedia should of emailed that to you. "No I want one from you." Again uncaring. I TOOK PICTURES OF THE WET CEILING, WET FLOOR IN BATHROOM AND IN FRONT OF THE AIR CONDITIONER. Hoping someone has repaired that room as it also smelled because of the water sitting… Poor customer service, and just was amazed at the level of the clerks non-caring attitude.

I inquired as to the nearest pharmacy location as I was leaving. I asked the pharmacist how the medicine would be affected since the refrigerator froze everything. They checked with the manufacturer of the medicine & stated that they didn't recommend using the pen because the medicine could now be compromised. It was going to cost me $100 to get the prescription re-filled. I got the medicine re-filled and then went back to the hotel. I asked for the manager - and it turned out to be the lady who had checked me out of my room earlier. I explained the situation about the medicine and the unnecessary cost to me because of their refrigerator. I fully expected to hear some corporate BS about the issue & if I got a refund it would be a LONG drawn out process.

KUDOS to the manager - VICKI ** - She immediately refunded me the entire room price ($114.97) back on my charge card. She sincerely apologized for my inconvenience and stated she hoped it didn't ruined my experience at Sleep Inn. As I continued my drive back up the road - that night I checked into a Sleep Inn in Roanoke Rapids.

I packed back up and still in my pj's went to the front desk, explained to the new night clerk (gentleman) what had happened and that I wanted a refund on my card for that room. There were other guests checking in as I was leaving. I didn't want to embarrass the clerk so when he said for me to go ahead and he would take care of the room cancellation/credit for me. After having to go up the interstate further and check into a Quality Inn, I kept checking my bank account. To date they have never refunded my charge for the room.

I left message for the General Manager after I finished my business on this trip to NC. He never returned my call. I had to call him again in which that time the clerk put me on hold and transferred me to his office. I held for a very long time and he just picked up the phone and hung it up on me!!! I returned the call and told the clerk I would call back later when I had time. I did and the General Manager finally took my call. He was rude and arrogant and hateful to me. He called me a liar and said I did not see three roaches in that room because they don't have any roaches in that hotel. I told him he better check the baseboards because as tired as I was the night I checked in there, I would NOT have made all this up just to have to go out after midnight and find a new place to stay.

After he called me a liar I told him I have video and pictures of the roaches. He told me to send the pictures and video to him. I said if he wasn't going to credit my account, I certainly wasn't going to send the pics and video to him. I would send them to an attorney or the County Health Inspector for his area. He said since I spoke the word attorney that he wouldn't speak any longer to me and hung up on me!!!

I called Choice Hotels to complain and see if they can make him give me a refund. The customer service person gave me the "runaround" and I asked for his supervisor. He finally told me I could file a complaint but they can't make the General Manager reimburse my room fees. He said they might could settle with a voucher for another stay. He put me on hold and later hung up. I could not get back in touch with them that day. I am disgusted!!! How can this hotel stay in business??? I will never stay there again and will tell everyone I know what happened to me.

The bags we used in the motel I put in our shed when we got home and then decided to wash the ones I keep under my bed but I washed them in cold water and did not put them in the dryer. My son's bag I kept outside in the shed so he never got the bugs in his room downstairs. This is so awful. I have never in my life have had bed bugs. I had to throw away our boxspring and mattress, my comforter and all my pillows and blankets and everything that was under my bed, including my wedding dress. I will never ever stay at a Sleep Inn and Suites again and I should be reimbursed for my two night stay. And also for everything I have to replace in my bedroom. Plus the exterminating we had to have done. Can you please help me out? Because this should have never happened in the first place. I just can't believe it!

After considerable time with no credit to the charge card I called the hotel. The hotel employee was mad because I received an invoice with a credit balance. She said they never give credit. I cannot believe there is no exception when our employees told them the day ahead that they had to leave - said they were leaving because of a death - and I have a copy of the invoices in front of me saying there is a credit balance. This is bad business all the way around. Fortunately we can find other places to stay.

The phone was broken: light blinking all night as if a message was recorded. I called the desk clerk and he said that it was broken and there was NO messages on the phone so I had to cover the light up so that it wouldn't be in my eyes. The refrigerator was loud with a "clock ticking" noise constantly and all night long. I've always stayed at Microtel or their affiliates but was so tired, I didn't take time to look. I guarantee that I will next time. This place was a ** for the price that I had to pay!

The following Monday I panicked with an overdraft notice & couldn't understand what could have possibly caused it! To my surprise, Sleep Inn had charged my card 4 times! This required calling the hotel, calling my bank, getting a call back from the hotel manager, etc. Hours of phone calls - what better way to spend a Monday? At any rate, I was told that the manager would clear the two hold charges & refund me one of the $108 ones in exchange for such a hassle. Several days later, 2 charges fell off my account however I was still charged over $200 for a room that I had signed off on for $108. I called the hotel manager back & was told due to my earlier than normal check in, that I should have been charged 2 nights & he could only refund me half of what was originally promised. I was livid.

If you call their customer service line, use a landline - chances are you will be ON HOLD for a minimum of 30-40 MINUTES. I must've spent hours & countless calls back and forth trying to get this mess cleared up. I received a formal letter stating I would be refunded a portion for the hassle & have yet to see an actual refund from the hotel itself. They claimed it was credited over a month ago & emailed me a statement - I check my online banking religiously, there was no refund. A shame. I had left a great review before leaving the hotel & was grateful for some much needed peace. Little did I know this would evolve into an EPIC HEADACHE. Next time I'll sleep in my car if I have to.

I continued on with the introduction to the hotel. I am from the lady at the desk that I was there under a group name and had reserved 5 rooms. She was very nice and pleasant. She look me up and the party's over with me and we retain their keys upon entering my room. I smell the overwhelming smell of smoke. Cigarette smoke my boss into the room with me and immediately got nauseous. I called down to the front desk. I told the lady, "This room is full of smoke. I can't stay in here." She said, "Okay, I can move you to another room," which she did. Now in mean time, I asked her how long is the construction going to continue. She said, "They will be through tonight and there will be no more painting." That was Tuesday, July 5th. On that date that when we return to the hotel there was no painting.

Two days go by we come back to the hotel and they have the lobby paint dip. Painting the lobby. They're painting the dining room. They're painting the hallway. The paint smell was overwhelming. My boss immediately got sick. Again I went to the front desk and I asked the lady and said, "I thought you told me or your representative did that there would be no more painting or construction work in this hotel?" She looks at me and my boss and said, "No one could have possibly told you that we've been on there construction for six months." I said, "So you're lying to me because according to your sign outside it says you're a brand new hotel." She didn't told me, "Oh, I need to take that sign down. I meant to a while back but I forgot." "I see. So you're lying to me."

My number one, she asked me what could she do for me. She asked to move us to another hotel which would be more expensive they didn't want to take on the cost. They just wanted us to move and pay a higher rate to one of their affiliates. I told her, "No." I said, "You should financially compensated. You need to return a portion of this money and because since we've been here we've been complaining about one thing or another with this hotel rooms." She said she couldn't do that because we were already paying the lowest rate possible. I said, "The rate that you charge this shouldn't be charged because this hotel is under construction. There is paint fumes. There is some kind of damage to your ribs and your floors everything smells like smoke. Your food is horrible and your kitchen area and sausage and bacon isn't done. You serving raw meat."

She looks at me and says, "That's not true. It doesn't smell like smoke." That's the only reply to what I said so we leave. I decide to call their corporate office. The corporate office tells me that they can either contact her. I'm assuming she's the manager. I never asked your name and never will and don't really give a care. The lady at the corporate office informed me that she could do one of two things for me. She could contact her and let her know about the complaint or she could file a complaint. We could check out of the hotel and then they could process the complaint and mind you my boss paid over $1,500 to stay in this hotel not including not being able to use that one amenity in this hotel. The lady also inform me that after the 72-hour wait which I only had 72 hours to process this claim did it and if I did not that the claim would become null and void.

I told her to process it now. I have no intention on processing it because I know they work as a system but I wanted to get on here to make people aware of all the Quality Suites and Sleep Inn Suites anything that these companies on I will never ever ever ever patronize again. I will not book my boss any places with them and apparently he spends good money. He doesn't complain unless there's an issue. I'm the one that complained. So since that is the case I will never ever patronize them again neither will his Corporation patronize them again. They're rude, disrespectful and their big, huge liars. And since that is the case, they will never ever get any business from my boss or from me again.

Side note: As we were leaving the hotel we found they're painter pouring paint down the drain outside the hotel. This is an EPA issue and even though they don't know I know about this after that so I took pictures of it and I will be turning them over to the EPA. I hope they see this and get their stuff together but I doubt it because of the reviews I've read before I didn't experience any bed bugs but I don't doubt that they have them. Customers like my boss make these people super rich. They don't deserve it and since that is the case everyone I see I'm a put him on blast.

My kids started complaining about itching, which we dismissed as mosquito bites. In the morning, my son found a bug on him and immediately I know what it was-- a huge bed bug. He had bites all over him and so did my daughter. We tore back the covers and to our horror discovered that there were droves of them crawling around in the bed. I called the front desk immediately and asked for a manager to come up to the room. I got a desk clerk girl instead because there was no manager on duty. I got a desk clerk girl who was as equally horrified as I was. She offered no apology and looked like she wasn't even trained with how to deal with this situation.

I demanded a refund for our stay, considering I would have to burn my kids blankets and pajamas (I wasn't taking it home with me and risking an infestation in my home). She assured me that we would be compensated. We hurried up and packed up and got the hell out of there. When we went to check out at the front desk, there was still no manager on duty. She tells me that he isn't in until 11am and then she tells me he refuses to refund us but will only give us a $25 discount. I was FURIOUS. The fact that the manager didn't have the decency to show up to apology and make this situation right with us shows just how low-class this establishment is. That room should have been quarantined immediately to prevent further infestation.

Bed bugs are a serious health risk and I was absolutely appalled by how nothing was handled. I wanted to stick around for this manager to come in, but we had to leave. I emailed this manager and he never returned my calls or emails. I was not refunded and I was not even discounted! I didn't even get so much as an apology. I will never stay in another Choice Hotel establishment as long as I live. I'd probably be safer sleeping on a frat mattress.

Called front desk to say I didn't understand earlier call as my neighbors were all fine. Rude desk attendant in a surly and dismissive manner said "I was on the floor, I heard your noise, and I decide that you will be leaving if you do not go silent." No one talks to me in this manner when I am paying their salary. Left appropriate tip for housekeeping, but needless to say I was outraged and will never, ever utilize this chain in the future. Will also encourage my extensive family and friend network to do likewise. Don't know what if any training and expectations you provide, but you need to do a better job. SLEEP INN never again for me.

Came back to room, went to tour Victorian Village, Tour $10 gone 2 hrs, back to hotel. Showered went behind hotel again on main st., walked half mile to Beale st. to listen to music and have a beverage gone 2 hrs returned to hotel. Stayed in room, went to sleep at 10:30 pm, got call from FD at 5:15 - young man said he found my briefcase - recovered briefcase thanked him, tipped him.

In room checked for contents two sketch books with architectural and portrait drawings gone @ 6 am called down - asked when is breakfast served his answer now. Went down had breakfast for 45 minutes. Back to room back up left hotel at 7:30 am to drive to Dallas. On the way heavy, heavy rain stopped in gas station to fill up looked in small gray purse like bag for cash, all $960 gone. Called hotel, told them, talked to GM Kurt ** - he said he would review tape - call back - called back 4 hrs later. He said no one entered my rm from c/I to c/o, next got call from director of operations Shannon (don't have last name). She said someone did enter room after 6 am when I was having breakfast. Was in Dallas by this time. Called back Kurt - told him, he wasn't very interested but said he would review tape again.

I called Memphis police (Sgt. **) an excellent officer took up my case (investigated) did interviews, the young man who entered my room said I called down at 6 am to tell him to go to my room to get the a/c cool working a (lie) but he did enter my room, saw the purse like bag opened it up while I was having breakfast and took the money. Unfortunately I only realized this in Little Rock, ARK. Sgt ** said if I could get back to Memphis he would arrest the young man (didn't get his name) but no promises of recouping my money.

After, his investigation he said they closed ranks. He believed they all spoke to one another to get their stories straight when again questioned by him. Of course you know the outcome, the young man (thief) got away with the $960 he stole from me. The management claimed I had no proof I had the money in the first place. I could not go back to Memphis to get with the police. If you plan to stay at Sleep Inn @ Riverfront Memphis make sure you lock up or hide your purse or valuables or any money you have - they will scope you out, see a mark and steal it, that's guaranteed! I'm both angry and sad, justice will never be served and this thief will continue working there, this crew is not on the side of the guest i.e. victim. Memphis is historical but criminals abound.

Let me start with the fact that I am a gold member. My company books rooms through the Choice hotel app virtually weekly. It is severely disappointing when I take the steps to book a room with your company, travel all day, only to find that the specific items I detail in the reservation are not met. This should be addressed at the time of booking the reservation if there is a potential issue with the simple request of a rollaway bed. Especially so, when it is a typical request for a rollaway bed. I do not feel that this request is out of the ordinary, yet rather common. Now I am faced with the discomfort of figuring out how I need to deal with situation. This is something that I do not feel should be an issue that I need to deal with when I had made the proper requests and communicate our need for an extra rollaway bed while making the reservation.

I will state this. I am now severely inconvenienced while attempting to have a great family vacation in a Destination we frequent twice a year. This attempt to use your company for lodging accommodations places me in an uncomfortable position. This is not how I wish to vacation with my Family. I have modified my reservations here from 4 nights to one.

I will not stay here again, and seriously question the fact of whether to continue to book rooms using the choice hotel service. My company spends thousands monthly with Choice hotels. I will refuse to book rooms through your hotel unless there is an acceptable resolution to the inconvenience caused to my Family while vacationing and attempting to use Choice hotels as a lodging accommodation. This service is simply unacceptable. My Family deserves a hotel that accommodates. I do have options. My company will now be forced to explore these options to determine which hotel chain will deserve our business.

I called the hotel and spoke to a lady named Margie with a lovely voice. At first she claimed I had two rooms and then changed the story to a single room and a double charge. She said the manager would call me on Monday. Seemed fair. It is now late Monday evening and no call. I call the hotel again and get charming voice useless Margie, who was surprised that I hadn't heard from the hotel. I wasn't at all surprised. She assured me that she would reverse the charge tonight, but it would take several days to reach my bank (I figure 2 days). I will do everything I can, in every magazine, BBB etc to tell the story of this motor inn. For your information it is off a major interstate and 90% or more are travelers who might not be as fortunate as I am to not be financially embarrassed by checks bouncing. BUYER BEWARE.

People it's called customer service and they are in the hospitality business in which a hotel becomes a home away from home so you expect to get what you ask for to make your stay at the hotel a good one but not when housekeeping makes it a very bad one. So I turn to the front desk to resolve it in which there is only one name and face that's the same since I started staying here and it's sad to say she can't get it done either (she I guess is the manager is what she told me), and nobody else I ask at the front desk gets it done.

I made several complaints to Choice corporate and the complaints are falling on deaf ears even though I am a diamond elite member. So what the consequences are that I have had Choice removed from our corporate lodging and taken it public. Along with trying to dispute charges on my CC because of the multiple bad stays at the hotel. Also I am going to gather up all the corporations Choice member cards and mail them to the CEO along with my and their statements because I am not the only one in the company that has had issues with this Sleep Inn (which is way too many to list). This is very sad that I have to write this because they were a great place to stay but in last year it's like it's a totally different establishment, hotel, business than from what it used to be. Also normally when I complained to another hotel they asked what they could do to make it right and not ONCE was it mentioned.

I called back Wednesday because she never called me back only to be told that she would not drop the charges off our account charges that add up to a little over 400$ for one night! I am contacting a lawyer and bbb. This is ridiculous. I would not recommend anyone staying at this hotel because even if you have a serious medical issue and cannot be around smoke, they will still accuse you of it and charge you ridiculous prices and tell you, oh well it's not their problem. No one from corporate or the hotel itself has tried to fix this problem. I can't even get a call back!

The air conditioner made a loud enough noise to prevent me from sleeping through the night. It will be challenging for us to consider staying in Sleep Inn in the future.

Next AM 10/29/15, an additional charge of $2069.94. So called Lori who stated her "system" only shows 3 of the 6 charges and she would void the 3 charges but "can't do anything if charges not viewable in her system". I sent her picture of the other three charges. I had to call my credit card, report the charges as fraudulent, get a new card but I had no available credit due to these charges. Lori then proceeds to tell me that upon investigation, Scott owes the hotel 1803 (21 days) as the hotel made an error and refunded too many weeks/charges. I asked Lori what type of compensation she would give for the mess up on the other charges and she said our balance is 1803, no compensation. Corporate of Sleep Inn said nothing they can do as the hotel had to submit "release of temporary charge for" and Lori not willing to do that either. DO NOT TRUST WHAT THIS HOTEL MANAGER STATES...

I called and manager Jason said he has no such phone. He said he would ask Emily her next shift in a couple of days, as if he couldn't call her! I didn't hear back and called Emily myself on Friday and she said she had put it in drawer with note. I then called the manager and he tells me someone else just so happened to have the same phone and left it in the same place the same morning and it was that person's phone, not mine. The email address that I have complained to won't even respond, but the manager knows all about my emails and will not reimburse bills, phone, room, nothing! He does not care and was really rude. I would not stay at a Choice Hotel ever again!!!!

We made it to the hotel and when the fire alarm was going off since it needed batteries, remote didn't work, lights didn't work. I tried to call front desk but the phone didn't work so I had to use my cell phone. Finally, at 12:30 midnight we were able to move downstairs. When we check out the front desk clerk was rude and said they would not give me a refund or compensate me for my injury. I had to call corporate and I only got back one night stay for my injury. I will never stay in any Choice hotels ever again since this hotel doesn't care if you get hurt but only want your money.

The next morning going for breakfast, the elevator was OUT OF ORDER THE WHOLE WEEKEND. I walk down the stairs. But, walking back up to the room I got a muscle spasms which I didn't want to have. I just got over one a couple of days ago. I request a king bed downstairs. I get the key again. All I see is 2 double beds again. I have been trying to reach the manager, no respond yet.

The woman on the phone was no help at all. I spent 15 minutes on the phone with her going round and round trying to get someone to help me with my current situation, but all she would do is submit my complaint for review and I would hear back and 5-7 days. So I ask to speak to a supervisor, after some back and forth she said a supervisor wasn't available and she would leave my number and a supervisor would call me back in the morning. I argued with her more to no avail, so I left my number and guess what, I never got a call the next day.

At this point I was so angry I was shaking. I couldn't believe they pulled a Bait & Switch on me, and when I tried to get it resolved I got nowhere, and when I tried to get my money back they denied me because I spent too much time arguing with customer service while checked in that they couldn't give me my money back. Unbelievable. And to prove that the website showed the FIRST feature of the room to be a 2 person whirlpool, I've attached a couple screen shots that show the website advertising their suites as having whirlpools.

On Friday night when we checked into the room it was dirty and smelled like smoke, so in spite of all that, my niece started cleaning up the room. But when she saw that the bed pillow had blood on it and that the smoke detectors were taped up she asked for another room. They moved us to a different room. Later that night at around 11:00 pm I received a private call from ** the Sales Manager telling me that she was charging me an additional amount of $136.56 for the room that they moved us to because she said we lied about the room being dirty and that she had pictures and it cost her revenue. What ** didn't realize is that we have pictures of the blood and of the smoke detectors being taped up. I called corporate Saturday morning to get the charges removed and they told us that they contacted the hotel to have her to remove the charges.

Today is Tuesday and not only has the $136.56 charge not been remove, but ** has charged my card 3 more times in the amounts of $86.07 twice and $172.14. for a total of $480.84 that would have potentially overdrawn my account, but I funded it in time to avoid the fees! I have never in all my life been so disrespected and taken advantage of by any company. I will never stay at this hotel again and I will tell everyone I know about my experience and I will be posting this on all social media and will tell everyone I know to do the same.

** you are a disgrace to Sleep Inn & Suites and if I owned the company you wouldn't have a job! All I can say to you is good luck! Because you are going to need it with that mouth and evil heart of yours!!! You should have been a warden instead of in customer service!!!! One more thing isn't it illegal to make unauthorized charges to someone's card??? Well I signed a legal document stating that I was paying $75.00 per night for 3 nights!!! And was not informed of all of those charges. I may need to call my attorney! I'm PISSED!!!!

After learning that the children were all family member registered guests, she finally said “it was for a missing blanket and pillow”. She was told that they were all verified as still present at time of checkout. This is the fifth time renting a room from the Edgewood, MD Sleep Inn, and the first time being overcharged by them due to someone’s error. I filed a dispute with my credit card, and I will follow up with other complaint sites.

Instead of someone calling our office or informing me or my son DURING THE DAY, that he was having a problem processing our payment, the owner chose to wait till after 11:00 pm and appoint himself as Sleep Inn Storm Trooper and initiate contact with me for the first time at that hour. He told us that we had 15 minutes to leave and that he was calling the police. I told him that I'd see if I could resolve the situation by calling someone at our company that had authorization to pay the bill--not an easy task at 11:00 pm at night. I told him that my company pays the hotel bill and that I would try to reach someone even at that late hour to see if the error was on our end. His response was, "No, you need to pay it right now or I will call the police."

I told him to call the police and shut the door on him so I could call my manager who is staying across the street at a friendly hotel. I had to close the door because the owner wouldn't stop shouting, saying he could do anything he wanted because he owned the hotel. Mind you, at that time, I still wasn't even sure he was the owner of the hotel. He was wearing gym clothes and a baseball cap and had no ID, name badge, nothing! He proved, at least, that he had some sort of authority when he opened the door to the room and entered behind me and continued to threaten us. He's very lucky that I didn't resort to physically defending myself. It was a very close call.

Eventually, I got him to leave, telling him to go ahead and call the police. I felt that was a better alternative to having to escalate the situation. After he left, I was able contact my manager, who came over from the good hotel across the street. It turns out that the credit card processed through with no problem. All the owner or a staff member had to do was tell us about the situation during regular hours and it would have been handled immediately! We've been staying here for 12 days and the staff sees us coming and going every two to three hours during each day.

I never heard back from the owner, nor have I received any form of apology for his grossly unprofessional and threatening approach to this situation. He's very lucky that I'm level-headed and that no one got hurt.

Someone needs to get this owner on a leash before something really bad happens. If he had approached someone a little less squared away than me, I'm pretty sure it would have gotten much uglier than it did. I seriously doubt that our company will be using Sleep Inns, or any of the parent company's other brands in the future. I'm sharing this post on Yelp, Google, Consumer Affairs and any other place I can find to post on the internet.

After driving for 12 hours to get turned away, no I'm not happy but far from acting out. I am a disabled veteran and I don't know why I had to sleep in my car today. But this place is unprofessional and I feel highly offended. I was never told a reason for my reservation being refused.

I called Guest Relations seven times and was told varying things. One employee (Dawn) even screamed at me that her shift was over and hung up on me when I didn't want to be placed on hold again. Finally, I called the Corporate Office and spoke to Rob **. He apologized and said we would get 10,000 points (which isn't worth much) for our trouble, but that the hotel was owned privately and there was nothing else he could do. Sleep Inn El Paso is owned by Josie Mowad Chehedeh and her daughter, Linda, is the GM. However, we never got the 10,000 points and when I wrote to tell him that we just wanted our Choice Privileges account closed, we never heard another word.

I searched the Choice website extensively trying to figure out how to close the account on my own. Finally, I requested help from Guest Relations. I have received three emails asking me to verify our home address, and I did once, but they still won't close the account. At this point, I feel they are just messing with us because they can. Clearly, not one person at Choice cares about doing good business and they seemed to have no problem screwing customers over for fun.

I told her a friend would be arriving prior to me and was told that would be okay if I sent in a credit card authorization. When my friend arrived, she was charged a pet fee before she was allowed to check in and was told that they charged the fee because the dogs were on the property even if they were not brought into the room. She was also told that the manager had told them it was a NC law that the dogs could not be left in the vehicle.

My friend paid the pet fee so she could check in, but if it had not been too late to cancel, we'd have gone to the La Quinta where pets are allowed at no additional charge. Since she paid the pet fee, she did bring in one of the small dogs.

I called the hotel last Monday to speak to the manager on 11/22/10 about the pet fee and the lie I was told about not being charged a pet fee prior to booking the room. She had to call me back. When she called me back, she told me that the only way a pet fee wasn't charged would be if we had booked under a group rate. She also called me a liar, telling me that she doubted if anyone had told me they wouldn't charge a pet fee if the dogs stayed in the van. She also lied to me and told me it was a state law that the dogs could not stay in a cool van.

I called last Monday on 11/22/10 to file a complaint against the hotel and was told the hotel was required to get back to me within 3 days and was supposed to satisfy the customer. It's been a week, and I have yet to hear one word from the hotel. Not only was I lied to about not being charged a pet fee by the hotel prior to making my reservation, the manager calling me a liar, and the manager then lying about the state law, after I filed my complaint, the dishonest staff at this hotel retaliated against me by cheating me out of almost 800 points. The total has been corrected by customer service today, but after my complaint was filed last Monday, the dishonest people at this hotel attempted to cheat me out of almost 800 points by posting only about 1400 points, knowing my total was over $200 before tax.

Customer Service said from what they could tell, the hotel said that they sent me a letter on 11/22/10. It's 11/29/10, and I have yet to receive it. I insisted Customer Service modify my original complaint to include the fact that this dishonest hotel staff and manager cheated me out of almost 800 points after I filed the complaint. The customer service representative stated that she would modify the complaint, after I insisted about 5 times. She said the original complaint was between me and the hotel so apparently, they obviously do not have to satisfy the customer after all. Dishonesty to get a guest there after cancellation time is obviously not a problem. I told the representative I would be calling the CEO's office, which I have done. Time will tell if they get back to me and if they are willing to take care of the problem, but I'm not holding my breath.

I checked my credit card balance on 8/25 and my credit card was charged $110. I called the hotel again that day to speak to the manager Erin but got Nahja again. She asked me, "Who gave you the $49 room rate?" I told her that was what she stated that I owed. She asked why I did not tell her that I booked through Expedia. I told her that she did not ask me nor was I aware that I had to tell her that. She gave me the price based on the paper she looked at. She said that I booked through Expedia and they charged me and that she would put a check for $55.38 in the mail that day. On 9/2/10, I called back to the hotel because I had not received my refund. I spoke to Anna ** again who told me that the envelope with my name and address along with the $55.38 cash was sitting on the manager Erin's desk and that she would put it in the mail that day.

As of 9/8/10, I had not received my refund. On 9/8/10, I called the hotel again and Nahja answered and I asked to speak to the manager Erin. When Erin got on the phone, she had a very defensive attitude. She immediately said with an attitude, "Mrs. **, I have been waiting for you to call. What is your address so I can send you this check?" I asked her why I am getting the run around about my money. This is the 3rd time I have given my address and each time the money was supposed to be sent that day. She said, still with an attitude, that is takes 30 days to cut a check. I told her what Anna ** said about the cash.

First she said that they don't send cash through the mail because it could get lost. Then in another statement, she stated that the envelope and money were there and was mailed implying that I got the money and wanting more. I was very offended at what she was trying to say. She then told me in a very raised voice that the reason for the delay is due to the death of the mother of the person who cuts the checks and also because an employee was in a car accident. This all really has nothing to do with me or the way I was treated.

I called back on May 6th and several times after that and the manager nor the owner was available to talk to me, nor did they ever return my call. I was finally told on May 12th by Mercedes that she talked to the owner and he was not going to refund the charge and that was that. This is unacceptable. I have never smoked in my life (watching my grandmother die of lung cancer at 15 was enough to keep me from ever smoking) and I am actually allergic to cigarette smoke. The fact that the manager nor the owner will take or return my phone call is the poorest customer service I have ever received. A hotel should not be able to charge you for something that they have no objective evidence to prove it's true and won't even discuss the situation with you. Thank you for any assistance you can provide.